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Delighted to Serve Adv Night Auditor

3 months ago

Seattle, United States The Hedreen Hotel Employer Full time $23
Job DescriptionJob DescriptionFront Desk Night Auditor

SALARY: $23.70 to 23.95 Non-Exempt, Overtime Eligible


BENEFITS:

  • Affordable Medical/Dental/Vision after 30 days of employment with free Back + Joint Care Program and access to Teladoc
  • Free Short-Term Disability (up to $750 per week). Long-Term Disability at cost (up to $10K/month) after 30 days of employment
  • Free Basic Life Insurance + Accidental Death & Dismemberment (AD&D) Plan after 30 days of employment (1.5 times of annual salary)
  • Paytient Healthcare Spending
  • 401k after 30 days of employment with company match (100% of salary deferrals up to the first 3% and 50% of salary deferrals on next 2%)
  • Generous Paid Time Off (PTO) Plan (accrue from day one at a rate of 0.061 hours per regular hour worked, use on 91st day of employment)
  • Voluntary Life + Accidental Death & Dismemberment (AD&D) Plan
  • Free Employee Assistance Program (EAP)
  • Travel Assistance Program

OTHER BENEFITS:

  • Hotel discounts at 10,000+ global destinations (nightly rates as low as $45)
  • Parking: Complimentary in our parking garage (subject to availability)
  • 50% subsidy for public transportation expenses
  • Referral program of $250 per successfully referred new hire
  • Complimentary cafeteria meals
  • Monthly employee appreciation events
  • Employee Exercise Room
  • Community Service Events


WHY THE RENAISSANCE SEATTLE HOTEL?

Were you always the curious kid that opened every cabinet, peeked behind every door, and never passed up the opportunity to ask "why"? If that sounds like you, then the Renaissance is the place for you Here at the Renaissance Seattle we welcome you to bring your personal style to every experience and interaction and encourage the curiosity and the “why” in you. If you’ve got authentic style, a natural curiosity and a warm way with people, then come live the Renaissance way…. live life to DISCOVER. If you’re passionate about your neighborhood, always looking to explore places one wouldn’t find in a travel guide and love making new and exciting discoveries then the Renaissance Seattle is the right place for you to shine, explore, and grow The Renaissance isn’t just a place to spend the night, it's a place with style just as unique and adventurous as yours. We’re not just looking for anyone… We’re looking for YOU

Where do you want your career to go? It’s up to you. A lifer in your discipline – great, we know you will perform exceptionally every day. Would you like to explore other disciplines at some point? There is no better opportunity than this one. You are striving to be a Director, General Manager, VP, or more? We’ll support you all the way.

ABOUT OUR MANAGEMENT COMPANY

  • The R.C. Hedreen Company is Seattle’s pre-eminent hotel developer. R.C. Hedren Co. built the Hilton, Crowne Plaza, Renaissance, Grand Hyatt, Hyatt at Olive 8, Hyatt Regency, and more to come.
  • Ownership is also the management company – No red tape
  • The company values longevity – half of our team has been with us 5+ years

ABOUT OUR HOTEL

  • 4th largest hotel in Seattle
  • Stable operation – hotel has never been sold
  • Never closed during the pandemic even though about 30 other hotels in Seattle were closed for more than 1 year
  • Although we had to lay-off 90% of our staff at the beginning of the pandemic, we brought the majority of them back. Our people are very loyal to the hotel & were waiting for our call to return.
  • Hotel review rating on Marriott website is higher than other Seattle Marriott full-service sister hotels including W-Hotel, Westin, Marriott, Sheraton

DISCOVER YOUR NEXT OPPORTUNITY THE "R" WAY

You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.

DISCOVER MORE WITH US As You ENjoy…

  • Marriott Explorer Discounts and Marriott Bonvoy Perks
  • Affordable Health Care for You & Your Family
  • Public Transportation & Parking Discounts
  • Generous PTO Program
  • Wonderful cafeteria with daily hot meal
  • Recognition, Parties, Employee Gym, Culinary Treats & More wait to delight you each day

BRING US YOUR STYLE AS A.... DELIGHTED TO SERVE AGENT

As a Renaissance Front Desk Ambassador, you are one of the first ambassadors that a guest comes into contact with and your friendly, authentic approach creates a unique and personalized guest experience when the guest checks in. The successful Front Desk Ambassador will tailor their approach by reading cues from a guest to ensure when they check in the guest feels at home. At Renaissance we believe that every ambassador is an innovator, explorer, and relationship builder, someone who is able to identify the key details that make something uniquely interesting and provide guests with intriguing information about the locale.

Creating a smooth and easy experience for guests so they can get the most out of their stay is critical. The Front Desk Ambassador will use their expertise, as well as their relationships with others across the hotel (from housekeeping to parking to the Navigator and beyond), to anticipate and deliver on our guests’ needs. He or she should be passionate not only about the locale and local offerings, but also have an eye for detail – from the information they provide to guests, to the accuracy of their reports, to the transactions they process and secure.

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell-person, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

No matter what position you are in, there are a few things that are critical to success – making sure you have a safe work environment, following company policies and procedures, ensuring your uniform and personal appearance are clean and professional, maintaining confidentiality, complying with quality assurance standards, and protecting company assets. The front desk ambassador role will be on your feet and moving around (stand, sit, or walk for an extended period of time) and taking a hands-on approach to your work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other things that come your way) is the foundation of the job. Ultimately, the real hallmark of the Front Desk Ambassador role is driving a best-in-class guest experience, inspiring guests and ambassadors alike to live life to discover.


CORE WORK ACTIVITIES

Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for Renaissance guests.

  • Stay up-to-date on the local area, including unique attributes, happenings and offerings, so that you are prepared to provide specific recommendations for guests.
  • Build and use personal and professional resources to offer unique recommendations.
  • Communicate recommendations in a way that builds excitement and interest among guests and ambassadors.

Guest Relations

  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Anticipate guests' needs, including using cues to uncover their passions, asking questions of to better understand their needs and watching/listening to preferences to surprise and delight them whenever possible.
  • Address guests' service needs and special requests in a professional, positive, and timely manner.
  • Assist individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Contact appropriate individual or department (e.g., Bell-person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Process food & beverage orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift.
  • Accept and record wake-up call requests and deliver to appropriate department.
  • Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper tracking and documentation of guest problems and solution.
  • Respond to special requests from guests/residents with unique needs.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).

Check-In/Check-Out

  • Process all guest check-ins and check-outs by confirming reservations in computer, verifying guest identity, securing a valid form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Set up accurate accounts for each guest upon check-in according to their requirements (i.e., separate room/tax/incidentals, comp).
  • Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
  • Assign or adjust room according to guest request and preferences whenever possible.
  • Verify and adjust billing for guests.
  • File guest paperwork or documentation.
  • Pre-register designated guests and prepares key packets.
  • Ensure rates match market codes and that any exceptions are documented and include an explanation.
  • Communicate to appropriate staff that there are guests that are waiting for an available room.
  • Review requests for late check-outs and approve according to occupancy.
  • Coordinate with Housekeeping to track readiness and status of rooms (e.g., check-in, early check-out, late check-out, room transfer, unexpected stay over) and to report guest concerns.
  • Obtain and verify proper tax-exempt information for tax-exempt guests.

Greet/Escort Guests and Guest Services

  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Contact appropriate individual or department (e.g., Bell-person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Receive, record, and relay messages, calls, questions and concerns accurately, completely, and with genuine care.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Reports/Recordkeeping
  • Run daily reports (number of arrivals, departures, closing reports, credit card authorizations, shift logs, etc.), identify any special requests, and check reports for accuracy.

Finance Related

  • Process all payment types, adjustments, etc. such as room charges, cash, checks, debit, or credit.
  • Manage and secure bank.
  • Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.
  • Accept and record wake-up call requests and deliver to appropriate department.

Physical Tasks